Application Support Engineer

Overview

Responsibilities

• Work independently with problem analysis and in implementing workarounds through proper observance of Support standards and conventions.
• Analyze, diagnose, and provide workarounds until the fix can be supplied to the customer
• Be available to work flexible hours.
• Provide technical expertise on Idemia products and support fundamentals to internal or external customers as required.
• Assist all support team staff as required in order to meet deadlines and Customer support priorities.
• Establish and maintain trust with the customer, providing technical assistance as required.
• Provide input as required on product and customer specific functionality, configuration, and usage for training and documentation purposes.
• Share skills and experience with other groups within the organization, with the aim of establishing consistency and improving quality within the company.
• Proactively and promptly identify and assist in resolving any relevant key issues and/ or risks.
• Understand, follow and improve upon all formally communicated methodologies, processes, policies, and values. Focusing always on delivering consistent, reliable, repeatable, scalable and quality outcomes.
• Provide support and encouragement to other team members and participate in the up-skilling and training of colleagues and new staff.
• Analyze failure and ensure operational recovery within agreed SLA through standard procedure or ad-hoc workarounds
• Work on continuous improvement processes by analyzing recurrent incidents and designing long-term solutions and by working with IT on monitoring improvements
• Documenting processes and monitoring application performance metrics
• Consulting with the software development team, internal users, and clients to improve application performance

Requirements

• Customer oriented, focused on problem resolution
• Advanced level of English
• Knowledge of command line Unix standard tools (Linux):
• Ability to investigate infrastructure issues (disk space, memory, load) from command line
• Filesystem understanding
• Log investigation (search patterns, understand logging structure)
• Identify processes linked to a specific application
• Task scheduling using cronjob
• Network interfaces check / opened ports / active users connected on the same server
• Knowledge of SQL is a plus.
• Team player who is self-motivated and capable of working autonomously;
• Willing and able to learn quickly new skills and technologies.
• Willing to work in 12 hour day/night shifts, to cover our global service
• Required to work at the office for remote connections to high security devices
• University degree in the field of engineering, telecom , mathematics or computer science, or equivalent experience including professional programming, testing or technical background.
• Technical Knowledge
• + Batch programming, monitoring, basic administration tasks and knowledge of the tools for Unix operating systems
• + Databases: Oracle, MSSQL Server and SQL queries